Customer Service Associate - Respiratory

Description The CSA is responsible for initial customer contact via in‑person, telephone, and occasionally web. The contact may involve patients, caregivers, referral sources, or commercial accounts. CSAs receive, qualify, and process orders according to established procedures, ensuring timely, efficient, accurate, and courteous service. They investigate and respond to inquiries about shipments, products, deliveries, and complaints. Responsibilities Receive, qualify, and process customer orders promptly and accurately. Maintain phone queue to reduce wait times and facilitate order processing. Investigate and respond to customer inquiries regarding shipments, products, deliveries, and complaints. Initiate and document customer interactions, secure copayments, and facilitate prompt accounts receivable. Verify insurance eligibility and obtain all required documentation (scripts, PARs, SATs, F2F, WOPD) before dispensing. Adhere to state and federally mandated documentation standards. Open new customer files, complete required documents, and pass accounts to billing when finished. Enter and confirm work orders, monitor open orders for accuracy and completion. Respond to inquiries from patients, caregivers, and referral sources with professionalism and compassion. Document customer satisfaction comments and solicit feedback to improve service. Assist with customer‑service education and training as requested. Maintain compliance with confidentiality, HIPAA, and safety regulations. Promote lean processes and seek continuous improvement. Support respiratory orders for doctor offices and hospitals, ensuring insurance qualifications are met and patients are scheduled with respiratory therapists. Perform daily intake data entry, demographic and payer information, and assist with insurance verification. Assist patients in understanding equipment use, safety, and in selecting additional products or services when appropriate. Support walk‑in retail sales, greeting customers, assessing needs, assisting with ordering, and maintaining a neat service area. Handle compliance, confidentiality, and related tasks as required. Perform additional duties as assigned. Qualifications High School Diploma or GED required. Prior experience in healthcare or durable medical equipment preferred. Proficient in PC data entry and Microsoft Office (Word, Excel). Strong organizational, time‑management, and customer‑service skills. Experience with insurance guidelines, medical terminology, and EMR data extraction preferred. Ability to work rotating shifts, weekends, and holidays. #J-18808-Ljbffr MedCare Equipment Company, LLC